Head of Service

Join the National Leader in Cloud Based Property Management
- Join Australia's #1 Property Management Cloud Software
- Shape the culture of our rapidly growing scale up

Have you thought about what it might be like to move to an industry leader with over 50% market share? What if you could join one and get to make a guaranteed impact on one of the most important & high profile industries in Australia?

**Our Story**:
PropertyMe is on a mission to build the easiest, simplest and most user-friendly property management software in the country, and we’re already halfway there

From humble beginnings in 2013, we’re a bootstrapped tech startup that had a vision of an easy to use cloud based software that can make even the toughest of rental portfolios easier to manage.

Since then, we’ve amassed 53% of the market share to become the largest and most complete cloud property management platform in Australia and New Zealand.

We now assist the real estate industry with:

- Processing over $1 billion every month
- Facilitating over 4.1 million conversations
- Coordinating over 1.1 million inspections every year.

We’ve hustled from the start, with incredible vision from the founders, we’ve managed to get to this point with no funding. The only ones investing in our future are us, and the world’s our oyster

**Your Mission**:
We want to make Property Managers and Tenants' lives easier, giving them more time to relax and enjoy the home they live in, or have more of the important face to face conversations that gets more people their dream home.

As we continue to accelerate our growth we are in need of a seasoned Head of Service to work with our Service Team Leaders to define, formulate and implement best practises operational processes and support the business leaders. We’re seeking an experienced people leader comfortable with making data driven decisions and not afraid to roll up their sleeves to help get the job done. You will be responsible for coaching, engaging, supervising, leading and developing our service teams across the agent and consumer customer base to deliver excellent customer service.

**What You Bring**:
The Head of Service is the escalation point of contact for team leaders across support and customer success, acting proactively to ensure smooth operations, collaboration across teams and provide insight to the business.
- Previous experience leading in a SAAS call centre environment
- Demonstrated experience managing a support function and experience with Customer Success teams highly desirable.
- Experience in both both B2B and B2C
- Advanced Zendesk skills, Gsuite, Powerpoint.
- Experience with multiple projects and priorities
- Data driven and understands the power data to influence
- Strong communication - verbal and written

Who are you? You consider yourself..
- A leader of people - seeing your peers succeed is the ultimate goal
- A data guru - you enjoy looking at the data and contributing to business plans
- An active listener - understanding the real problem we are trying to solve will help both the team and the customer
- A positive influence - you are excited to come to work each day and share that enthusiasm amongst your peers.
- Excited by the future - contributing and working as a collaborative business to enhance the property experience gets you out of bed each day

If you can share examples of the above traits and talk through scenarios that let these attributes shine we would love to chat with you..

**The Role**

The core responsibilities of this role will be to:

- Monitoring and delivery of customer success and support team performance on a daily, weekly and monthly basis
- Review business process and offer solutions to enhance the customer and employee experiences
- Inspire, collaborate and motivate your team to support growth initiatives and deliver outstanding results
- Ensure compliance and privacy measures are inline with requirements.
- Review data on tickets monthly and provide feedback on trends and any areas of concern
- Collaborate across the business on customer projects
- Lead and participate in improvement projects for customers
- Lead projects on product rollout.
- Build and adapt plans for new product
- Ensure the team are trained and informed
- Continual monitor our systems and processes to ensure exceptional delivery and scalability of support across agent and consumer products

Team leadership:

- Conduct 1:1s, performance reviews and team meetings to evaluate individual performance. Motivate and support those individuals with development plans and training.
- Assist team leaders in identifying and hiring amazing new team members. Ensure they are supported and receive the training they need to succeed
- Collaborate with other team members throughout the business to share data insights to influence and assist strategy
- Build a high performing and inclusive team
- Consult on the gaps in performance for the team and help team leaders manage conve